Specialist, Workforce Strategy & Movement Air Ticketing & Quality

SPECIALIST, WSM AIR TICKETING

POSITION SUMMARY:

Royal Caribbean Group is a leader in providing unforgettable guest experiences. As a part of this mission, the CAM Air Operations Workforce Strategy & Movement (WSM) is responsible for coordinating air travel for 100,000 crew members annually, ensuring seamless transitions between assignments while optimizing cost efficiency.

The Associate Analyst, WSM Air Ticketing plays a critical role in managing crew air travel logistics by analyzing flight data, ensuring compliance with travel policies, and implementing cost-saving strategies. This role is not only focused on operational efficiency but also on enhancing the overall crew travel experience by securing the best possible flight options, minimizing disruptions, and proactively addressing challenges.

Working under the direction of the Lead, WSM Air Planning & Services, this position is responsible for optimizing ticketing processes, reducing expenses, and improving crew movement strategies while maintaining a crew-first approach.

For Manila hiring: This position collaborates closely with the Miami CAM Air Team and requires working Eastern Standard Time (EST) day shifts (09:00-17:00), with potential weekend shifts based on operational needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

• Work in Sabre GDS to conduct flight availability searches, book flights, issue tickets, provide fare quotes, and manage queue placements efficiently.
• Manage and respond to Salesforce case queues, including Crew Travel Help Desk, Concierge Travel, and Elite Concierge, ensuring timely resolution of inquiries.
• Review and process Passenger Name Records (PNRs), ensuring accurate booking and ticket issuance for travel dates ranging from 7 days to 150+ days.
• Ensure compliance with policies and procedures outlined in SQM (Safety & Quality Management), identifying and addressing process gaps as needed.
•  Identify and report system challenges, automation issues, or errors encountered in Sabre, collaborating with internal teams for resolution.
• Analyze and process fare refunds and ticket exchanges, applying airline fare rules to minimize financial impact and ensure cost efficiency.
• Verify and modify flight schedules, assessing fare rules, rebooking segments, checking minimum connection times, and confirming class of service.
• Coordinate with Scheduling to ensure all feasible flight records are communicated, presenting optimal options for crew movement.
• Contribute to strategic projects assigned by management, focusing on operational improvements and cost-saving initiatives.
• Stay up to date with training and learning courses, ensuring compliance with required certifications and operational best practices.
• Develop and implement process improvements aimed at enhancing cost efficiency, optimizing ticket issuance, and managing exchanges, refunds, and debit memos.
• Conduct daily reviews of refund opportunities and ticketing data, identifying trends and generating reports for management review.
• Adapt to airline industry changes (contracted rate adjustments, strikes, schedule disruptions, natural disasters) that may impact crew travel.
• Verify travel documentation requirements using TIMATIC to ensure compliance with global immigration regulations.
• Analyze cost-saving opportunities by reviewing queue records 8-150 days prior to travel and making proactive adjustments.
• Manage points bookings with Emirates and Qatar rewards programs as part of department-wide savings initiatives.
• Liaise with airlines to secure refunds and process adjustments for canceled bookings.

SKILLS & QUALIFICATIONS:

• 4- year degree in a related field (Workforce Scheduling, Logistics, Airline, Cruise Line, or Travel Agency Services) and/or equivalent professional experience.

• Strong analytical and problem-solving skills, with the ability to interpret data and make cost-effective travel decisions.
• Exceptional written and verbal communication skills, with the ability to effectively communicate travel-related information to crew members and internal stakeholders.